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Job Description & How to Apply Below
CSM implementation for a leading consulting client.
This is a hands-on development role focused on delivering an MVP Customer Service
Management (CSM) solution. The architecture, requirements, workflows, and integrations have
already been defined, and the team is looking for someone who can jump into an active project,
take ownership of the build, and help drive the solution through to go-live.
Where You'll Make an Impact
Build and configure Service Now Customer Service Management (CSM) solutions based on existing requirements and solution designs.
Configure and enhance case management, forms, workflows, SLAs, routing, channels, and customer-facing processes.
Develop and customize platform functionality using Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer.
Support implementation of Service Now integrations and APIs, leveraging out-of-the-box functionality where possible.
Troubleshoot integration issues related to authentication, data mapping, and data flows.
Work closely with internal delivery teams to complete remaining development and configuration activities.
Support testing, defect resolution, deployment activities, and MVP go-live readiness.
Provide ongoing updates regarding development progress, risks, and blockers throughout the engagement.
What You Bring
Strong hands-on experience developing and implementing solutions within Service Now Customer Service Management (CSM).
Proven experience configuring case management, workflows, forms, SLAs, customer portals, and related CSM capabilities.
Strong knowledge of Service Now scripting, including Business Rules, Client Scripts, Script Includes, and Glide scripting.
Experience with Flow Designer, UI Policies, UI Actions, and Service Now data models.
Experience working with REST APIs, integrations, Integration Hub, and authentication methods.
Ability to implement pre-defined technical designs and quickly contribute within an
Experience delivering solutions in fast-paced consulting engagements with aggressive timelines.
Strong communication skills and ability to work independently in a remote environment.
Nice to Have
Experience with additional Service Now modules such as ITSM, HRSD, IRM, ITOM, or SPM.
Previous consulting experience with firms such as Deloi Ye, Accenture, KPMG, EY, PwC, CGI, IBM, Capgemini, Cognizant, or Infosys.
Experience delivering reusable Service Now products, accelerators, or asset-based
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